Hi, how can we help?

Starting February 7, 2024, Shopee's Non-integrated courier will no longer handle returns for parcels over 50kg volumetric weight back to the buyers. For large items that fail the Shopee Warehouse Quality Check, Shopee will coordinate with the buyer to arrange the shipment of the return parcels. This policy details the procedure for claiming Return to Buyer (RTB) parcels when your return/refund request has been rejected after not meeting Shopee Warehouse Quality Check standards.

Contact and Shipping Arrangement

1. If your return/refund request is rejected, the item will be returned to you as an RTB parcel.

2. For oversized parcels (exceeding 50kg volumetric weight), Shopee will contact you via phone and email with a return/refund decision and available shipping options.

3. Shopee will use a non-integrated courier service for oversized parcel delivery.

4. You will bear the initial shipping cost, including tolls, entrance fees, and other applicable charges which will be reimbursed post-delivery.

5. No official receipt will be provided after completing the delivery.

6. Refusal of the proposed shipping arrangement will result in no further shipment and the parcel remaining at the warehouse.

Claim Options and Period

You have 30 days from the date of initial contact to claim your parcel in one of two ways:

1. Self-Pick Up: Contact Shopee customer service via chat and provide:

1. User ID and/or Username
2. Return ID
3. Order ID
4. Authorization letter
5. Valid IDs for both claimant and authorized pickup person

2. Initial Shipping Arrangement: Reconfirm your interest in using the offered non-integrated courier service

In the event of a failed pick-up attempt by your chosen courier for your parcel, you may re-contact Shopee customer service via chat with the same details provided previously (User ID, Return ID, Order ID, Authorization letter, Valid IDs) within the 30-day claim period.

Failure to arrange a successful pick-up or recontact within the designated 30-day timeframe will result in the parcel being subject to disposal.

This policy applies only to oversized parcels exceeding 50kg volumetric weight. Standard-sized parcels follow the usual return shipping process. 

By claiming your RTB parcel, you agree to the terms and conditions outlined in this policy.

For further inquiries or assistance, please contact Shopee customer service.

Learn more about other faqs related to return to buyer.